CC SUMMIT EMEA 2026
CC SUMMIT EMEA 2026
ICEM SUMMIT London Virtual 2027
ICEM SUMMIT London Virtual 2027
ECI Munich 2026
ECI Munich 2026
ICEM Summit Madrid 2026
ICEM Summit Madrid 2026
ICEM Amsterdam 2026
ICEM Amsterdam 2026
21st & 22nd April 2027
ICEM BERLIN
International Customer Experience Management Summit
From CX Transformation to
Intelligent Customer Operations
Hosted in central Berlin
Curated networking
Real case studies
Cocktail reception
Single-track format
The 27th edition of ICEM brings Europe’s customer experience community to Berlin for two days of practical case studies, peer exchange and cross-industry learning. Bringing together professionals from banking, insurance, telecommunications, retail and utilities, ICEM Berlin will explore how organisations are applying AI, customer intelligence, personalization and new operating models to improve everyday customer journeys. From CX Leads and Managers working directly on transformation programmes to Heads, Directors and senior decision-makers shaping customer strategy, the summit is built around one simple question:
See schedule
Starting in
Trusted by professionals (4.8 of 5)
THIS YEAR
Key highlights
01
AI in Real Customer Journeys
Moving GenAI, conversational AI and intelligent automation from pilots into everyday customer interactions.
02
Journey Orchestration at Scale
Connecting channels, customer data and decisions to create simpler and more consistent customer journeys.
03
Personalization That Works
Using customer context and real-time intelligence to make interactions more relevant without losing customer trust.
04
Human + AI Customer Operations
Finding the right balance between automation and people across customer service and operations.
05
From Customer Insight to Action
Turning customer data, feedback and behaviour into better decisions across the organisation.
06
Proving CX Business Value
Connecting experience improvements with loyalty, retention, efficiency, revenue and cost-to-serve.
THIS YEAR
Key themes
Day 1
Intelligent Journeys: AI, Personalization & Customer Operations
AI is moving quickly from experimentation into everyday customer experience.
Day 1 looks at how organisations are putting AI, customer data and automation to work across real customer journeys.
The focus will be practical: where AI is genuinely improving experience, how personalization is being scaled, how customer journeys are being connected across channels, and where the human role remains essential.
Key topics
- GenAI & Agentic AI in Customer Experience
- Conversational AI & Voice
- Journey Orchestration
- Customer 360 & Real-Time Intelligence
- Personalization at Scale
- Omnichannel Customer Journeys
- Human + AI Customer Service
-
Customer Operations Transformation
Day 2
CX That Delivers: Loyalty, Trust & Business Impact
Better customer experience needs to deliver more than a higher satisfaction score.
Day 2 looks at how organisations are connecting CX with the outcomes that matter to both customers and the business. From loyalty and retention to customer insight, operational efficiency and trust, the discussion will focus on how CX teams measure progress, make better decisions and demonstrate the value of their work. We will also look at trust and governance as AI becomes a bigger part of customer interactions.
Key topics
- Customer Loyalty & Retention
- Voice of Customer & Customer Insights
- Predictive Customer Intelligence
- CX Measurement & Business Impact
- Customer Trust
- Responsible AI
- Cost-to-Serve & Operational Efficiency
-
Customer Lifetime Value
Get full event details.
Just One Click Away
- Full event agenda
- Latest speakers and topics
- Highlights from previous ICEM editions
- Delegate and networking information
- Corporate and team participation options
- Selected digital content from previous events
Schedule
Intelligent Journeys: AI, Personalization & Customer Operations
08:45 Registration, welcome coffee and opening remarks
09:00 Morning keynotes and case studies
10:30 Coffee break and networking
13:00 Lunch break
14:00 Afternoon case studies and interactive panel
16:45 Roundtable discussions
17:45 Networking reception
CX That Delivers: Loyalty, Trust & Business Impact
08:45 Opening remarks and Day 2 overview
09:00 Morning keynotes and case studies
10:30 Coffee break and networking
13:00 Lunch break
14:00 Afternoon case studies and interactive discussion
17:00 Roundtable discussions
17:45 Closing remarks and summit wrap-up
POWER OF CONNECTIONS
Whom will I meet there
A focused European community of customer experience, digital, service, data and transformation professionals from organisations with large and complex customer operations.
ICEM Berlin brings together the people setting customer strategy with the people responsible for turning it into reality.
Attendees:
- Customer Experience Leads, Managers, Heads & Directors
- Customer Journey & Digital Experience Leaders
- Customer Service & Operations Leaders
- Customer Strategy & Transformation Leaders
- Customer Insights & Personalization Leaders
- AI & Conversational AI Leaders
- VPs and C-Level Customer & Experience Executives
Focus Areas:
- Customer Experience & Journey Transformation
- AI, Automation & Conversational Experience
- Customer Data, Insights & Personalization
- Customer Service & Operations
- Loyalty, Retention & Customer Value
-
CX Measurement & Business Impact
From hands-on transformation leaders to senior decision-makers — focused on useful conversations, relevant benchmarking and real peer exchange.
No generic conference traffic. No junior delegate volume. No open exhibition audience.
Only qualified senior decision-makers and invited industry leaders.
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
JOIN EVENT
Get your access to event
Individual Pass
Full access to ICEM Berlin for professionals looking to benchmark their CX work, hear practical case studies and connect with peers from across Europe.
- Access to keynotes, case studies and discussions
- Interactive sessions and roundtables
- Networking with professionals from the five core industries
- Summit lunch and coffee breaks
- Networking opportunities
- Access to selected post-event materials
Team / Corporate Pass
Designed for organisations attending with colleagues across customer experience, digital, customer service, operations, data or transformation.
- Preferential options for multiple delegates
- Shared learning across different functions
- Full access to summit sessions
- Networking and roundtable participation
- Corporate participation options
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
WELCOME TO
Berlin
Berlin, renowned for its vibrant culture and history, stands as a thriving hub for business and corporate opportunities. Known for its dynamic startup ecosystem and innovation-driven environment, Berlin attracts global enterprises and entrepreneurs alike. The city’s robust infrastructure, diverse talent pool, and strategic location in Europe make it an ideal venue for international conferences. Hosting the International Customer Experience Management Summit in Berlin offers unparalleled access to cutting-edge insights, networking opportunities with industry leaders, and exposure to the latest trends in customer experience management, ensuring a transformative event for all attendees.
Where it's all gonna happen
Enjoy a comfortable stay with panoramic views in central Berlin.
This modern high-rise offers comfortable rooms with fast Wi-Fi, contemporary amenities, and panoramic city views. On-site wellness, fitness facilities, and multiple dining options make it easy to recharge between sessions, while a rooftop terrace provides a unique setting for evening networking. With professional conference facilities, multiple meeting rooms, and a large ballroom, the hotel is well suited for talks, workshops, and social events—all in the heart of Berlin.
Park Inn by Radisson Berlin Alexanderplatz
Alexanderpl. 7,
10178 Berlin, Germany
A European CX Meeting Point
Berlin creates a natural meeting point for customer experience professionals from across Northern, Central and Western Europe.
The 2027 edition will have a strong focus on participation from:
DACH
Germany · Austria · Switzerland
CENTRAL & EASTERN EUROPE
Key enterprise markets across CEE
BENELUX
Netherlands · Belgium · Luxembourg
NORDICS
Sweden · Denmark · Norway · Finland
BALTICS
Estonia · Latvia · Lithuania
Alongside participants from other European markets.
ABOUT US
Excellence through knowledge
Founded in 2013, BINA is a global leader in event management, specialising in in-person and virtual conferences. Headquartered in Central Europe, Slovakia, and supported by three overseas offices with recent expansions in Germany and India, we connect professionals worldwide. Our expertise spans industries such as Financial Services, Telecommunications, Pharmaceuticals, Retail, Aviation, Tourism, and Automotive.
We are young, energetic, focused, and determined to deliver the best customer experience to our clients. At BINA, we’re committed to setting new standards of excellence and exceeding expectations in every event we deliver.
5000
+
Industry Experts Engaged
200
+
Partner Organizations
80
%
Repeat Participation Rate
Interested in Becoming a Sponsor?
If your organization is interested in sponsoring this event, we would be delighted to connect. Contact us to receive our sponsorship brochure and tailored partnership opportunities.
For Sponsorship Opportunities
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
LinkedIn
Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
Navya Dhar
Production Executive
navya.dhar@binaconf.com
LinkedIn
